How do I freeze an agreement?
Use our help article How-to: Freeze An Agreement if your agreement is auto-renewing.
Use our help article How-to: Freeze A Paid In Full (Fully Paid) Agreement if your agreement is fully paid/paid in full/PIF.
Can I freeze a fully paid/paid in full/PIF agreement?
The short answer is no, PIF agreements do not have a freeze option. However, if the member is unable to use their PIF membership for a period of time, their agreement can be "extended" by pushing out the expiration date on the member's profile. This date can be adjusted by clicking the edit pencil for the member's "Status" as shown in the screenshot below. Learn more about this with our help article How-to: Freeze A Paid In Full (Fully Paid) Agreement.
What does freezing do?
For auto-renewing agreements, it pushes out the current unpaid invoices by the number of months that the agreement is being frozen; if the agreement is being frozen for 2 months, all unpaid invoices are pushed out 2 months from their original dates. The agreement will also have a frozen status which the system will identify and prevent the member from booking classes during the frozen time period.
How do I unfreeze an agreement?
Use our help article How-to: Unfreeze An Agreement if your agreement is auto-renewing.
How do I see when the member will come off freeze?
You can see the date of when the agreement will be unfrozen by going to Member Lookup > search the member’s name > select their name > the end date of the freeze will show in the abbreviated view of their profile as shown below.
You can also go to Member Lookup > select the member’s name > Notes. There will be a note identifying when the freeze started and how long the agreement will be frozen. (See screenshot below).
When the freeze is over, when will the member be charged again?
The monthly billing date will not change due to a freeze. The member will be charged the same number of days after the freeze ends as the number of days that were left in the billing cycle when the agreement was initially frozen. If the member had 10 days remaining in their billing cycle when their agreement was frozen, they will not be charged until 10 days after their freeze ends.
In the case with Emily Johnson, she was frozen on 2/7 for 3 months. Her original upcoming billing date was 2/10. Since Emily’s agreement was frozen for 3 months, her upcoming invoice is pushed out to 5/10 as shown in the screenshot below. Her agreement will be unfrozen on 5/7 (3 months from the start date of the freeze) allowing her to use the 3 days remaining from her 1/10 pay period before she is charged on 5/10.
What if a member needs their agreement frozen longer than they initially thought?
Freezes cannot be extended, so the freeze needs to be removed and then the agreement needs to be refrozen for the longer time frame. Bear in mind that the unpaid invoices that were pushed out for the freeze will not revert to their original due dates when the freeze is removed. You will need to manually adjust the invoice due dates to their original dates before initiating the freeze for the longer time frame. This will ensure the member is charged on the appropriate date after the freeze ends.
When should I charge a member that ends their freeze early?
The last monthly dues that were paid prior to the member going on freeze gives them access to the studio for a total of 30 days. Bearing this fact in mind will assist in identifying the date on which the member should be charged when the freeze is removed. If the member had 10 days remaining in their billing cycle when their agreement was frozen, they should not be charged until 10 days after their freeze ends.
Using the example of Emily Johnson, we know from previous examples that she still has 3 days of access remaining from her previous billing cycle. Let’s say we are going to remove her freeze on 3/20. In the screenshot below, we will want to adjust the Unfrozen Due Date of her next invoice to 3/23.
Before we officially remove the freeze, we will want to also adjust the expiration date so that it matches with the invoice due date. If there were multiple invoices pushed out due to the freeze, match the expiration date with the latest (or last) invoice.
How does a freeze impact associated members?
You will have a member that has an agreement which allows associated members, and a prospect that you will be associating to the agreement-carrying member. Once associated, a prospect will gain membership status and may also mirror if the member is on freeze. Since an associated member does not have an agreement on file, you will need to locate the "responsible member" to manage the freeze.
Can I choose a specific date for a freeze to end?
When setting up a freeze in ClubReady, there is not an option to choose a date for the freeze to end. However, you can schedule the freeze to start on any date of your choosing and select how long you wish the freeze to go. Bear in mind if you are part of a larger brand with corporate settings, your freeze length options will be according to the parameters set at the corporate level.
What does an agreement freeze impact on a member's profile?
- Freeze fees can still be charged, but the monthly membership charges will be on hold.
- The agreement will not auto-renew. No new invoices will be generated and the expiration date will not update.
- The option to cancel the agreement will be removed.
- The member will be unable to book sessions.
Can I cancel an agreement that is frozen?
No, an agreement must be unfrozen in order for it to be cancelled.
Why are invoices not being generated after the freeze ended?
Make sure the draft and auto-renew evergreen for the agreement are turned on and an unpaid invoice is scheduled for a date in the future. Never schedule an invoice for a past date and if an agreement is frozen, it is not necessary to turn the draft off or turn off the auto-renew evergreen. To ensure invoices are generated after manually removing a freeze, click HERE to see how to properly remove an agreement freeze.
What should I do with any unused credits tied to a frozen agreement?
Push out the expiration dates for the credits so they do not expire while the member is frozen.